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SW Support Engineer III @ NCR Corporation

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 SW Support Engineer III

Job Description

locationsHYDERABAD, INDtime typeFull timeposted onPosted 6 Days Agojob requisition idR1147544.Education and Experience RequirementsEducation
  • Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
  • Minimum of 6 years software related job experience (support/development)

    • Or
  • High school education
  • Minimum of 10+ years software related job experience (support/development)
    • Experience
  • Minimum 5 years experience within related LOB NCR Support, Engineering or PS Organisations
    • Key Areas of ResponsibilityOffer input and gain knowledge as a subject matter expert on products, systems, and services
  • Knowledgeable across the related LOB product range including all solution(s) currently released and supported
  • Knowledgeable on assigned solution(s) to SME level and assists others with investigations
  • Knowledgeable on 3rd party products used within customer solutions
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • Prepare and deliver training on products and systems, as appropriate
  • Prepare various technical documents on technologies, customer environments, products and systems
  • Provide advice to engineering on new product designs
  • Input and guidance to engineering on potential resolution of product defects
  • Input and guidance to engineering on issues encountered during engineering field trial
    • Design corrective action(s) to resolve product or system problems with no known solutions.
  • Gather and analyze information, formulate and test hypothesis
  • Identify, design, develop and validate solution
  • Ability to research problems with no known solutions and design solutions for identified problems
  • Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
  • Ability to manage multiple issues of differing stages of investigation and priority without assistance.
  • Work with product developers to assess and create product alterations and contribute to long term solutions
    • Actively participate in making the team a success by achieving the team objectives
  • Actively participate in making the team a success by achieving the team objectives
  • Adherence to NCR Software Support SLA Guidelines
  • Knowledge metrics and knowledge code compliance as per department objectives
  • Proper usage of incident tracking tool (as per incident working guidelines)
  • Accurate and prompt time logging (direct and indirect)
  • Work all incidents diligently to ensure customer satisfaction targets are achieved
    • Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support guidelines
  • Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support guidelines
  • Ensure customers are kept updated with current status of investigation as per guidelines
  • Maintain ownership of incident at all times
  • Customer escalation management with minimal assistance (Incidents identified as escalated by Manager)
  • Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.
  • Critical site management, including :
  • multiple critical or urgent complex issues
  • Personal management of multiple issues for one customer
  • High priority issues, either technically or politically
  • Manage individual high priority issue affecting multiple customers

    • Offers of employment are conditional upon passage of screening criteria applicable to the job.

    Job Classification

    Industry: Software Product
    Functional Area / Department: Engineering - Software & QA
    Role Category: Software Development
    Role: Technical Lead
    Employement Type: Full time

    Contact Details:

    Company: NCR Corporation
    Location(s): Hyderabad

    + View Contact

    Keyskills:   engineering support customer service technical support computer science software support capa sap quality control personal assistance sql production support quality assurance application support qms linux secretarial activities ea aws unix

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